Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 4/22/24
BBB shared the findings and recommendations with Airslate, Inc.
The findings appeared to show:
Unauthorized charges: The vast majority of complaints involve customers being charged by AirSlate without their knowledge or consent, often through their linked Venmo accounts. Charges range from $20 to $180, with $96 being the most common amount.
Lack of familiarity with the company: Most complainants state they have never heard of AirSlate before and have no idea why they were charged, suggesting they did not knowingly sign up for any services.
Difficulty obtaining refunds: Customers express frustration with AirSlate's lack of responsiveness and inability to easily obtain refunds for unauthorized charges. Some report difficulty canceling unwanted subscriptions.
Possible connection to PDFfiller: Some complaints mention PDFfiller, suggesting it may be a subsidiary service of AirSlate. Several customers report signing up for free PDFfiller trials and then being unexpectedly charged by AirSlate.
Potential data security issues: A few complaints raise concerns about how AirSlate obtained customers' personal and financial information in order to process unauthorized charges.
On 7/1/24 Airslate,Inc responded to BBB with:
99% of the complaints are, sadly, related to the fact that [some] people do not understand how free trial period works as such. On our end, we did everything possible to prevent this misunderstanding: there is explicit information provided upon account registration and there is also an email sent which contains info on the free trial deadline and other important details.
Refunds with pdfFiller / airSlate can be requested in three ways:
1. Email to Support.
2. Chat online on our sites.
3. Free phone line.
https://my.airslate.com/help-center
Our refund policy is "refund no questions asked". We never object or persuade people to stay.Once any customer (current or former) requests information on how we store and share data, we put them in contact with our Legal department and they provide detailed information on this. And of course, we never share data with any third parties.
Complaints
This profile includes complaints for AirSlate, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 458 total complaints in the last 3 years.
- 115 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for a free trial, canceled it well aheas of time, and am being charged for a Full year subscription.I confirmed multiole times previously that my acclunt was cancelee, yet am still being charged.I called in multiple times and every time they assure me its canceled. Then I get charged again, repeatedly.Absolute scam artists.
Business Response
Date: 05/19/2025
Hello ****,
Hello BBB,
the timeline of this case on our end looks as follows:
The user signed up for an account on our site and activated the free trial on April 16th this year.
On April 22nd we received the request to cancel the free trial for this account. However, since the user was not logged in, our agent asked for the verification details (this is standard protocol for non-logged users, just to make sure we are canceling the right account). The user never replied back, thus, this ticket was eventually closed.
Later on in May the user indeed phoned us. Our agent canceled the subscription and voided the transaction. To clarify, "voided" in this particular case means the charge was issued but was still pending, so we called it back while it was not fully fulfilled. In such cases, the charge is fully refunded, however, it might not be reflected as a separate transaction in online or mobile banking, depending on a bank.
Please note that it might take up to five business days (not necessarily though) for a voided transaction to be returned back to the account.
On a separate final note, we would like to mention that phone conversations with the user filing this complaint are labeled by our Billing Support as non-cooperative as the user's style of communication and word choice were extremely (and unnecessary) rude.
Initial Complaint
Date:05/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Charging me on my Apple Card and I never did business with them!Business Response
Date: 05/15/2025
Hello *******,
many thanks for reaching out, however, information provided in this complaint is insufficient, unfortunately.
To find your account, cancel it and arrange a refund, we would need your actual email and also the last four digits of the card charged (only the last four, that's it).
You can reject this response through BBB here and then there will be an option to provide additional details.
Or you can also email us directly, *********************************** and provide this information to our Billing Support agents (please do mention that this is a follow-up from BBB platform).
Many thanks in advance for your cooperation on settling this!
Initial Complaint
Date:05/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged $96 through my Venmo account by ********************** **** I have never even heard of this company.Business Response
Date: 05/15/2025
***** hi and apologies for the delay! We were waiting for the final confirmation from Venmo as similar dispute for the amount in question was also filed with them.
Since ***** has decided against the refund, we just went ahead and arranged a direct refund for you.
Please note that it might take from two to five business days for this amount to reach you.
If you have any further questions (since you do not recall the experience with us), feel free to email us directly at *********************************** We can provide history logs for you.
We are hoping to see this settled very soon!
Initial Complaint
Date:05/08/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I woke up this morning to a charge of $103.92 on my Venmo which I didnt authorize as I have no idea who this company is or what they do.Business Response
Date: 05/15/2025
******* hi! Apologies for the late response, we were waiting for the final confirmation from Venmo as there was an earlier dispute related to this transaction on their end.
Since ***** decided not to refund this amount, we went ahead and issued a refund from our end, no worries.
Please note that it might take from two to five business days for this amount to reach you.
If you have any further questions (since you do not recall the experience with our platform), feel free to reach out to us directly at *********************************** we can provide account history, log details, etc.
We hope to see this case settled very soon!
Customer Answer
Date: 05/18/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ******Initial Complaint
Date:05/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charge $96 on my venmo account by this company. I tried appealing it asking for proof of subscription service sign up. I showed screen shots of my venmo purchases proving I've never purchased anything from this company in the past. They stated it was because I had prior purchases. I did not. I contacted AirSlate, Inc asking fir a return of my money. They did not reply and have been accused of fraudulent charges by other people.Business Response
Date: 05/15/2025
**** hi and apologies for the delay!
This is to confirm that your subscription is now being canceled and a refund will be issued for you today.
Once this is processed by Billing, you will receive an email confirmation of the same.
(If you do not see an email from us today, please check the spam folder, sometimes our emails get there, sorry).
If you would like to know the details on the subscription with us (since you do not recall creating an account), please reply to the email you are about to receive from us. One of our agents will pull the log data for you.
Initial Complaint
Date:05/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company has hacked into my Venmo and is constantly trying to charge an unauthorized charge. I have already changed my password but i still keep getting the charge.Business Response
Date: 05/06/2025
****** hi and apologies for the confusion incurred!
Since you do not recall the experience with our platform, we would like to start at the very beginning, as per our records:
You've subscribed to our free trial period, on the site www.pdffiller.com, on March 31st this year. Due to privacy policy, we can't actually see the insides of users' accounts, but work logs show some activity with the form the name of which starts with W2.
Since the free trial was never canceled, the system automatically assumed that you would like to continue, hence the three charge attempts you've noticed.
Since all three charge attempts were declined due to insufficient funds on the account, there is nothing to refund.
(Please note however for the future that password change in ***** does not help with such issues since vendors use automated charge attempts, without any passwords).
Our Billing Agent has just canceled your subscription and sent a confirmation email to you. There won't be any further charge attempts.
We hope this settles the case! Once again, our sincere apologies if any confusion.
Initial Complaint
Date:05/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received an unauthorized charge for $102.72 from this company that I have never heard of.Business Response
Date: 05/02/2025
**** hi and many thanks for reaching out!
We would like to clarify the "never heard of" part, let's start with this maybe.
You've subscribed for our free trial on 4/1/25, that was on the site www. **************************.
Due top data privacy protocols, we can't see the insides of your user account, of course. However, we can confirm that the document merge tool was used at least once. And the last document in use contained the words "PITT" and "remote" in it.
Since the free trial was not canceled during the 30 days after launch, the system automatically assumed you would like to continue with the paid plan. Hence the charge.
Our Billing Support has just canceled your subscription and is now arranging a refund for you.
You will receive an email confirmation from us once the refund is processed.
We hope this settles the case!
If you have any further questions, please email us directly (************************************************************).
Initial Complaint
Date:04/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got two charges on my ***** account for $30 each one on April 20th and one one April 25th. I can not figure out what these charges are for and have tried to get them reversed.Business Response
Date: 04/28/2025
Miles hi and many thanks for reaching out!
This case is a bit complicated, to be honest, we will divide our answer in blocks, just to be clear we are on the same page with everything.
1. Your account with us was under a different email, just FYI. The one which has digits 473 in it (we have strong reasons to believe this is still you since all other data matches).
2. Both $30 transactions are monthly charges. The first one actually belongs to March 2025 though, but since charge attempts performed during March were declined, it went through in April only, five days prior to the April monthly charge. So, the first charge dated April 20th is the belated monthly charge for March 2025. And the second one, dated April 25th, is the charge for April monthly plan.
3. Our records show that the first charge was already refunded due to dispute. The status for the second one shows that it is currently under dispute. Once the status on the second one changes, our Billing Support will email you with all the details.
We hope this explains what happened here. Apologies if any confusion or inconvenience caused!
If you have further questions / need more details on your subscription with us, please email *********************************** Thank you.
Initial Complaint
Date:04/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is an unauthorized payment from a scam company. There are many people who have been scammed by them also.Business Response
Date: 04/28/2025
***** hi! Many thanks for reaching out and apologies if any confusion caused!
Our Billing Support will email you today with the detailed explanation of the charge in question and refund arrangements.
Initial Complaint
Date:04/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company charged me ****** dollars to my ***** account without me authorizing it.Business Response
Date: 04/28/2025
******* hi and many thanks for reaching out!
We've located your account and all data is a match.
Our Billing Support is arranging a refund for you as I am writing this. They will email you directly with the detailed explanation of the charge and the refund confirmation.
Apologies for any confusion incurred!
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